Wunderman Thompson Studios is hiring Application Support Specialist 

Wunderman Thompson exists to inspire growth for ambitious brands. Part creative agency, part consultancy, and part technology company.

Vacancy: Not specific

Role: Application support specialist 

Job Responsibilities:

• Provide first-level support to end users on a variety of issues through different channels
• Investigate, identify, and resolve problems that are within the scope and collaborate with development teams to resolve issues that need their involvement.
• Analyse the severity of the issue, prioritise, and pursue relevant personnel within the organisation to ensure quick resolution and assure customer satisfaction.
• Grab a thorough understanding of the product modules and underlying business values.
•  Create detailed bug reports from customer tickets.
• Investigate issues to report specific reproducing steps to help development teams in dealing with the solution of the problem.
• Follow up with the product management team and clients regarding status of specific issues.
•  Clarify end users on functionalities and suggest alternate ways to get the work done if something is not responding as expected.
• Participate in feature release demo for the global audience
•  Formulate periodic issue reports and share them with relevant stakeholders to influence decisions on problem resolution
• Coordinate with the cross-border support team to manage issue handling
• Continuously focus on improving client satisfaction by improving the support process
• Help the QA team with the execution of tests according to test cases.

Requirements 

•  Minimum 2+ years of experience in application/product customer support
•  Familiarity with Zendesk or other such ticketing systems would be great
•  Fluency in written and spoken English and must have efficient communication skills
• Should be caring & passionate about helping our end users
•  The candidate should be a structured person with strong analytical skills
• The individual must be a prompt, active, effective communicator and take ownership of the tickets/issues.
•  Apart from the regular shift in Dhaka morning time, the candidate must be able to work at night shift (9.30 PM - 5.30 AM) and the late-night shift (12 AM - 8AM). Every 2 weeks, the roaster will change. (Please note that we provide transportation from 10 PM - 7 AM)

Job Location: not specified 

Application link: https://cutt.ly/j4y97Ea